Shipping & delivery
How are shipping rates calculated?
Shipping charges will be calculated and displayed at checkout based on the shipping method and delivery address.
We offer FREE SHIPPING on orders over $150.
How long does it take for my order to be processed and shipped?
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. During high-volume periods, shipments may be delayed by a few days, so please allow additional time for delivery.
What is the estimated delivery time for my order?
Delivery estimates will be provided at checkout. However, please note that delays can occasionally occur due to unforeseen circumstances.
Does Jenn of Arch ship internationally?
Yes, Jenn of Arch ships to addresses within the U.S., Canada, and U.S. Territories.
How will I know when my order has shipped?
You will receive a Shipment Confirmation email once your order has shipped. This email will include your tracking number(s), which will be active within 24 hours.
Who is responsible for customs and taxes on my order?
Jenn of Arch is not responsible for any customs or taxes applied to your order. Any fees incurred during or after shipping, including tariffs or taxes, are the responsibility of the customer.
What should I do if my order is damaged during shipping?
Jenn of Arch is not liable for products damaged or lost during shipping. If you receive a damaged order, please contact the shipment carrier to file a claim. Be sure to save all packaging materials and damaged items before filing a claim.
Returns
What is your return policy?
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
What items are eligible for return?
To be eligible for a return, the item must be in the same condition you received it—unworn, unused, with tags, and in its original packaging. A receipt or proof of purchase is required.
How do I start a return?
To begin a return, please contact us at info@jennofarch.com. After we approve your return, we will send you a return shipping label and instructions on how to send your item back to us. Please send the return to 41 Grafton St., Charlottetown, PEI C1A 1K6.
Can I return items without requesting a return first?
No, items sent back without prior approval will not be accepted.
What if my item is damaged or defective?
Please inspect your order upon receipt. If your item is damaged, defective, or you received the wrong product, please contact us immediately at info@jennofarch.com so we can resolve the issue.
Are there any items that cannot be returned?
Yes, certain items cannot be returned, including perishable goods, custom products, personalized items, beauty products, hazardous materials, and flammable liquids or gases. Additionally, we do not accept returns for sale items or gift cards.
How do I exchange an item?
The fastest way to exchange an item is to return the item you have, and once the return is approved, place a new order for the desired item.
Do you offer a 14-day cooling off period for EU customers?
Yes, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, provided the item is in the same condition you received it (unworn, unused, with tags, and in its original packaging).
How do I get a refund for a returned item?
Once we receive and inspect your returned item, we will notify you if your refund is approved. If approved, your refund will be processed to the original payment method within 10 business days. Please note, it may take additional time for your bank or credit card company to post the refund.
What if I haven’t received my refund yet?
If it’s been more than 15 business days since we approved your return and you haven’t received your refund, please contact us at jenepher@aboutfacecosmetics.ca.